Member Connect (Call Center) Digital Services Supervisor

Position - Purpose and Objectives:

Lead and develop a team of MSRs and Senior MSRs with the goal of providing excellent service to members in transactions accounts and loan servicing. This will be achieved through various communication channels to include chat text phone ITM and video. This team does back up the phone lines in peak volume periods or times of staffing gaps. Lead assigned team toward the achievement of member satisfaction referral generation and long-term account goals in line with company strategic objectives.

Duties and Essential Functions:

• Serves as Manager on Duty.
• Through proactive engaging and positive leadership lead team to meet or exceed established team goals as set by management.
• Provide ongoing training and monitor the team via observed digital engagements and side by side observations to ensure understanding of the product/service ongoing fees etc.
• Provide oversight and direction to new hires during their OJT (On-job training period) with training/coaching and providing support for their first 120 days and responsible for final sign-off.
• Support team and company by logging into the queues during peak times.
• Assist in hiring process progressive discipline and performance plan review both monthly and annually
• Handle and resolve member complaints for any area of the Member Connect team in a timely manner.
• Learn understand support and build comprehensive knowledge on all credit union products and services policies and procedures as well as applicable rules and regulations and how they apply to the Member Connect environment.
• Proactively establish and maintain effective working team relationships with all support departments.
• Adhere to all company policies procedures and business ethics codes.
• Assess existing processes and procedures and provide feedback on an ongoing basis to better operational efficiency.
• Properly log and track all member contact and interaction (transactions inquiries concerns etc.) utilizing proper procedures.
• Perform other duties as necessary to achieve the goals of the Member Connect team and Texans Credit Union as a whole.
• Remain compliant with all financial laws and regulations including Bank Secrecy Act (BSA) as they apply to the duties of the position.

Positions directly supervised:

Member Connect MSR & Senior MSR primarily for digital services.

Agents may be needed directly to support the phone queues during high volumes and supervisor will manage team according to performance in either area.

Specific knowledge skills and abilities required for this position:

• Excellent consultative and coaching skills
• Excellent written oral communication and phone service skills
• Ability to handle tense situations with diplomacy and professionalism
• Experience in being Manager on Duty for entire department(s).
• Computer literacy required
• Ability to multi-task; good time management skills
• Proven communication and diplomacy skills to work cross-functionally to influence others drive results/change and implement new processes & procedures.
• Strong PC skills in Microsoft Office (Word Excel Outlook PowerPoint Visio) and specific knowledge of systems and applications used to support a call center environment

Education:

Associates degree professional certification is a plus

Experience:

2 - 3 years Experience within the Financial Industry is required

2 - 3 years Call Center experience is strongly preferred